**STELLA:** **S**upport **T**hrough **E**ngaged **LL**M **A**ssistant) A Guided Flow is a unique "chatbot' that will give internal team members and Customers (external) ability to self-serve. This guided flow refers to a structured step by step conversational experience, where the "Chatbot" leads a user through predetermined sequence of questions, choices, and actions to get to a specific Goal. - **Project Lead** @anton @KirstyAllen - **Sponsor**: @jscarborough @jstone10 - **Timeline**: - [Agent Flow](https://gitlab.com/explore/ai-catalog/agents/1005590/) Epics: - Epic 2: Support AI Guided Flows (Stella) - Build Complete/Tech Ready. - (Epic 2: 2-3 initial AI Guided Flows live (STELLA) - UAT Testing **Links** - Spreadsheet and Use cases [Spreadsheet](https://docs.google.com/spreadsheets/d/1LiWtm5I52bhn8SCH9VjGKLE8p_AHcKw46Tw6kvLeiGk/edit?gid=489913062#gid=489913062) - [Requirements](https://docs.google.com/document/d/1SqE9RvDQTM8AKHKhAi_eCve5wp8LvzgLLJyjRkdN0fI/edit?tab=t.0#heading=h.ucibn2eg888y) ## STELLA Project Plan **Executive Summary** Launch an AI-Guided Self-Service Assistant that guides customers through intelligent workflows and conversational AI to resolve issues independently, supporting a 75% self-service resolution rate target. **Project Objectives** - **Goal**: Launch STELLA as GitLab's self-service assistant powered by GitLab Duo LLMs - **Customer Impact:** Enable issue resolution through guided workflows and conversational AI - **Business Impact**: Reduce ticket volumes by supporting 30% reduction target - **Timeline**:- TBD ### Status: {-In Progress-} </summary> - Created [Agent/Flows ](https://gitlab.com/components/agents-and-flows/stellaflows) - Testing once [MR](https://gitlab.com/components/agents-and-flows/stellaflows/-/merge_requests/5) is completed </details> <details> **Technical Aspects** - GitLab Duo LLMs - Authentication & Entitlement (Access, Sign on, etc.) - Guided workflow paths - Integration (issues, knowledge articles, docs) - Analytics and tracking (reporting) **Workflow** - Identify top common customer issues for guided flows - Flows Identified from Support Tickets - Design conversation flows - Build decision trees **Knowledge Integration** - Connect to existing knowledge base (400+ articles) - Link to Community discussions - Link to documentation - Link to GitLab Issues? **Foundation** - Identify technical architecture (Enterprise Apps Team)with GitLab Duo LLMs - Establish framework Paths - Define metrics and KPIs **Workflow Design** - Design 5-10 guided flows - Develop conversation scripts - Build prototype for internal testing **Development & Integration** - Build guided workflow engine - Integrate knowledge base - Implement analytics tracking - Develop handoff mechanisms - Create admin dashboard **Testing & Refinement** - Internal beta with support team - Knowledge Champions testing and feedback - Refine workflows based on usage data - Optimize LLM responses - Final Reviews **Launch** - Roll out to customers - Ongoing optimization - Expand guided workflows - Scale based on performance data **Reporting & Metrics** - KPIs - Self-service resolution rate (target: contribute to 75% goal) - STELLA deflection rate - Customer satisfaction with STELLA interactions - Average resolution time - Workflow completion rates - Most used guided flows - Knowledge article engagement through STELLA - Escalation to human support rate - Return user rate - Leading Indicators - Number of conversations initiated - Workflow abandonment points - Search query patterns - Failed resolution attempts **Resources** - Team Structure - Project Lead: - Technical Lead: - Enteprise Apps Team: - LLM (Resource) - UX Designer: - Knowledge Alignment - Doc/GitLab alignment - QA/Testing: - GitLab Duo LLM - Security - Legal review (EULA?) - Customer Entitlement **Communication** - Stakeholders - Executive sponsors - Support leadership - Knowledge & Documentation - Internal LaunchN Comms (The Loop, Slack, SWIR, etc.) - Customers: Launch communications and ongoing education **STELLA connects to** - Knowledge Management - Documentation - Community: Route to relevant discussions - GitLab.com (Product/Work Items) - Reporting: Feeds into self-service analytics dashboard </details>